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Senior Service Operations Manager
3 weeks ago
Role: Senior Service Operations Manager
We are seeking a highly motivated and experienced Sr. Service Operations Manager to oversee and manage our service operations, ensuring timely and efficient service delivery across electrical and mechanical systems.
Key Responsibilities:
- Portfolio Management: Oversee and manage a portfolio of service contracts and projects to ensure efficient and effective delivery.
- Monitor performance metrics and take proactive measures to meet customer expectations.
- Ensure contractual obligations are met and maintained across service delivery operations.
Service Operations Management:
- Lead day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines.
- Maintain a strong focus on minimizing breakdowns and optimizing Turnaround Time (TAT) for service requests and repairs.
- Troubleshoot operational issues to ensure smooth service delivery.
- Ensure that service teams adhere to quality standards and safety protocols.
Breakdown Management & TAT Optimization:
- Manage and minimize system breakdowns by ensuring quick response times and efficient resolution.
- Analyze performance data and work to improve Turnaround Time (TAT) to enhance service quality and customer satisfaction.
Subcontractor & Vendor Management:
- Manage relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met.
- Monitor subcontractor performance, ensuring they meet required standards and timelines.
- Negotiate contracts and manage ongoing relationships with suppliers and subcontractors.
Spare Parts & Stock Management:
- Oversee the management of spare parts, ensuring that inventory levels are sufficient to meet service demands.
- Coordinate with the procurement team for timely replenishment of critical stock items.
- Maintain an effective system for tracking stock levels and usage to reduce operational costs and prevent delays.
MIS Reporting:
- Develop and maintain regular reports on service operations, including breakdowns, TAT, inventory levels, subcontractor performance, and other key metrics.
- Provide data-driven insights to senior management to inform decision-making and continuous improvement initiatives.
- Create reports on service performance for internal and external stakeholders.
Team Leadership and Communication:
- Lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence.
- Foster a culture of collaboration, communication, and continuous learning within the service team.
- Ensure effective communication between departments (e.g., operations, procurement, and maintenance) to ensure seamless service delivery.
Candidate Requirements:
- Bachelor's degree in Electrical or Mechanical Engineering or a related field.
- Minimum 10 years of experience in service management, with at least 5 years in a leadership role.
- Strong knowledge of electrical and mechanical systems, service operations, and breakdown management.
- Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external stakeholders.
- Proven experience leading and managing teams, with the ability to inspire and develop staff.
- Proficiency in using MS Office Suite and service management software (e.g., SAP, ServiceNow, etc.).
About Us:
We offer a dynamic work environment with opportunities for professional growth and development.
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